Chick-fil-A’s Secret to Efficiency: How They Master Process Improvement | Featuring David Reid
🚀 Ever wondered how Chick-fil-A moves so fast while delivering top-tier customer service? In this episode of the Improvement Nerds Podcast, we sit down with David Reid, Director of Industrial and Systems Engineering at Chick-fil-A, to uncover the process improvement, Lean strategies, and customer-first culture that make Chick-fil-A an industry leader.
🎧 Listen in as we cover:
✅ How Chick-fil-A trains 200,000+ employees for service excellence
✅ The secret behind their lightning-fast drive-thru operations
✅ Why process improvement is embedded in their culture
✅ Behind-the-scenes at Chick-fil-A’s Hatch Innovation Lab
✅ Lessons in Lean Six Sigma & continuous improvement
📌 Timestamps for Easy Navigation:
00:00 – Welcome to the Improvement Nerds Podcast!
01:12 – Chick-fil-A’s approach to customer service & empathy training
05:38 – How drive-thru efficiency is optimized for speed & accuracy
10:15 – The Second Mile Service philosophy—what sets Chick-fil-A apart
15:30 – How Chick-fil-A trains young employees in process improvement
20:45 – Lean Six Sigma at Chick-fil-A: Is it really Lean?
25:18 – The Hatch Innovation Lab: Where new ideas come to life
30:50 – Real-world process improvement success stories from the team
35:22 – Why Chick-fil-A turned down a $30M cost-saving idea
40:10 – The future of data, automation, and IoT at Chick-fil-A
45:33 – David’s favorite Chick-fil-A order 🍗
🔥 Don’t miss this behind-the-scenes look at how Chick-fil-A blends process excellence with customer satisfaction!
📢 Like, subscribe, and comment if you love learning about Lean Six Sigma, process improvement, and business innovation!
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